Customer Service Representative

Fortune Brands Innovations, Inc. is an industry-leading home, security and digital products company. They are seeking a Customer Service Representative who will be responsible for providing high-quality customer care by managing inbound calls and emails, resolving consumer issues, and ensuring positive outcomes for customers.

Responsibilities:

• Deliver exceptional customer experiences, enhancing the reputation of Therma Tru products through professional, empathetic, and solution‑focused interactions—especially with customers who may be upset, frustrated, or dissatisfied
• Manage a high volume of inbound calls, calmly de‑escalating emotional situations while accurately identifying customer issues and providing clear, effective resolutions for product and technical support
• Use technology and internal systems to assist consumers with product identification, troubleshooting, and guiding them through repair or installation processes with patience and clarity
• Confidently apply high school–level mathematics, including decimals, fractions, percentages, and basic calculations, to support product measurements, specifications, troubleshooting steps, and warranty or pricing discussions
• Resolve challenging consumer situations by actively listening, demonstrating empathy, and ensuring positive outcomes for both the customer and FBIN
• Meet or exceed daily performance targets related to call quality, call handling, productivity, and adherence to all processes and procedures
• Accurately document customer interactions, product details, calculations, and troubleshooting actions to ensure thorough and efficient record‑keeping

Requirements:

• High School diploma or equivalent required
• 2 years experience in a contact center or other fast-paced customer service environment required
• Excellent professional communication skills required, both verbal and written
• Proficient PC skills with an emphasis on Microsoft Office suite including Outlook and Microsoft Word, experience with Microsoft Teams a plus
• Must be able to thrive in a work environment that demands high-level focus, low mobility, and high observation
• Possess the ability to maintain a positive approach to the business, demonstrating flexibility and teamwork
• Incumbent must meet internet speed requirements, pass background and drug tests, have a safe and secure workspace, and follow department's Remote Work Policy
• Associate's or Bachelor's degree is preferred
• Prior ERP (SAP, Oracle, etc.) experience preferred